Mission: This position provides an opportunity to support vital functions for the United States Citizenship & Immigration Services (USCIS), Office of Information Technology (OIT), supporting programs managing our nation's fundamental foreign person processing services. The USCIS processes applications and petitions for immigration and citizenship benefits, promotes an awareness and understanding of citizenship, and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization. Successful candidates will help the USCIS OIT provide information technology expertise and the support services necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products. ASG employees work closely with USCIS personnel to deliver high end service solutions that allow them to maintain mission continuity. The selected candidates will work with high performance collaborative teams to deliver best-in-class services and solutions in technical support, systems refresh, software integration, and operations support to clients in CONUS and OCONUS locations. Job Summary: Provide USCIS user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. Resolve customer affecting technical issues in a timely fashion in order to maintain customer satisfaction. Installs, troubleshoots and maintains an extensive variety of products and equipment. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers' needs. Position Responsibilities: *Deskside Support which includes oProvide on-site support for deployment and security remediation functions oGather analyze, and report end-user support trends oProvide desktop, application and network application incident resolution oManage user installation and relocations requests oAsset Inventory Support Conduct physical inventory of assets Conduct scheduled and random electronic inventories Assist in receiving and receipting property Transfer of property to other organizations Process computer equipment for excess and disposition oDisposal Preparation Support Ensure disposal policies and procedures are employed Ensure every device is wiped/degaussed prior to site removal oEncryption Services Administer and manage encryption tools application server Ensure laptops are properly encrypted Encrypt laptops discovered without encryption Provide password recovery for encrypted device oVideo Conferencing and Audio/Video O&M Troubleshoot system problems and repairs Work with support staff for remote troubleshooting and repairs Assist in setting up presentation devices and Video Conference units Set up, ensure functionality, be available during events and shut down video conferences oLocal On-Site Cabling Restart wiring closet cabling electronics including switches or other network devices Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades oOverseas Site Support (Depends on Position) *Wireless Services oAssist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets oProvide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping support *Service Center Services oEnsure IT services are rendered/tested for telework users using VPN and CITRIX services oProvide remote support services for telework/home users oSupport pre/post application releases *Account Management Services *Hardware Incident Resolution oIdentify and resolve hardware incidents and service requests of a consumable part Qualifications: Mandatory: *US Citizen *High School Diploma or equivalent *Minimum 2-3 years of experience troubleshooting software and hardware in a customer service role *Certification in UNIX and Microsoft Operating Systems or 3 years of experience troubleshooting, installing, and configuring UNIX and MS systems *6+ months of experience troubleshooting OS X *High degree of technical proficiency *Excellent problem solving skills and analytical abilities Desired: *Familiarity with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation *Familiarity with CLAIMS 3 (C3) system *CompTIA Network+ or A+ We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.VEVRAA Federal ContractorWe Request Priority Protected Veteran and Disabled Referrals for all of our locations Associated topics: assistant, client support, customer support, desk, excel, help desk, information technology help desk, information technology support, system support, technical support specialist
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.